service operation - Brad Cleveland

Essential Metrics for the Service Operation

Aug 10, 2018 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Workforce Management

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from...

Customer Strategy and Management Podcasts

Aug 11, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Podcasts, Social Media

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies,...

The Problem with Daily Averages (and the Solution)

May 28, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

The Problem with Daily Averages (and the Solution)

Mar 20, 2014 | Call Center, Contact Center, Customer Service, Videos

Pressure Test Your Service Operation

Sep 27, 2013 | Call Center, Contact Center, Customer Service, Videos